The Malta Competition and Consumer Affairs Authority (MCCAA) has announced the second phase of its online programme that will see a complete overhaul of its customer-facing services. The programme aims to leverage technology to ensure that members of the public may interact with the authority easily, while internal operations are streamlined, ensuring an overall improved customer experience as well as improved consumer protection in general.

Building on the well-received rebranding exercise and new enhanced website launched earlier this year, the Authority will be deploying a new online Complaints and Enquires Handling System aimed at avoiding the need for complex paper-based processes. Consumers using the new system will be able to submit complaints or enquiries from any location. Simultaneously, complaint management by the Authority's staff will be facilitated ensuring a faster response and improved output. The system also aims to improve information exchange with consumers on the status of their complaint. The system provides a data analysis facility enabling the Authority to monitor trends thereby directly contributing to the ongoing improvement of its market surveillance and consumer protection functions by taking into account issues raised by consumers and the public.

The Authority is committed to leveraging technology which generates a tangible and quantifiable consumer benefit. In this regard, it implemented internal performance indicators which establish set timeframes for the closure of complaints. These timeframes are embedded in the new system which is designed to escalate cases as necessary.

In tandem with the online complaints system, the Authority has also another online tool allowing consumers to, anonymously - if they so wish -, flag any issue of concern noticed on the consumer market without the need to submit a formal complaint. Directly accessible from the Authority's website this system recognises that consumers are the best source of market information. By gathering information directly from consumers, the Authority will be augmenting its market surveillance efforts and strengthening its consumer protection interventions.

This tool can be used to report issues which frequently lead to consumer harm such as missing labels on non-food products, lack of information about product manufacturers or missing warnings and directions of use. Suspicious products that look unsafe or do not display the required CE mark can also be flagged for inspection by the MCCAA. Consumers may also report misleading adverts or promotions, as well as products with no set price on them in shops, or whose price is different from the price charged at the cash point.

Other online projects targeting the public and particular stakeholders, are scheduled to be launched in the coming months. These will include online registrations and an online payment facility.  

The MCCAA is committed to continue working with consumers and economic operators to provide targeted and effective services.

 

Dr Debattista is the Parliamentary Secretary for Consumer Protection and Valletta 2018